Credit Card Manager

The Credit Card Manager is responsible for contributing to the development and the execution of credit card initiatives supporting the strategic direction of the Card Programs department. This individual is responsible for optimizing the overall credit card user experience. The Credit Card Manager is responsible for managing all vendor relationships associated with day-to-day credit card operations and for aligning staff, systems and processes to ensure a high degree of operational excellence. This individual manages a fast-paced, team-oriented environment and leads multiple projects efficiently while improving operational performance and achieving business results. The Credit Card Manager is responsible for maintaining comprehensive knowledge of governmental regulations, Visa and NYCE operating rules, card networks, and card processors. This person identifies, prepares for and implements changes resulting from regulatory or product changes that potentially have a high risk and/or impact to the organization or members. This role is responsible for coaching and developing staff through effective leadership and sound practices guided by the UWCU Performance Management Philosophy.

Develop and Execute Program Strategies

• Collaborate with the Director of Card programs and VP of Loss Prevention & Card Programs to develop and maintain the Card Programs Roadmap and annual business plans.
• Coordinate and oversee the execution of projects and initiatives identified with the within Card Programs Roadmap and annual business plans.
• Discern and maintain a keen focus on the credit card cardholder user experience. Influence the design of end-to-end cardholder experience (touch points, reactions, complaints and compliments) that enhances product offerings and drive high member utilization.
• Advocate and champion the future vision of the Credit Card Programs to Card Programs team members and other internal stakeholders.
• Stay abreast of marketplace providers, participate in vendor due diligence, and make recommendations for the selection of new providers.
• Meet or exceed Card Program goals established on an annual basis.
• Keep informed on general credit card industry product developments and recommend new product features, designs, and/or benefits.
• Establish a network of peers within the industry to exchange best practices, trends, and vendor experiences.
• Approve vendor invoices and monitor profitability reports and departmental budgets to ensure departmental and organizational goals are being met.

Operational Excellence

• Develop, review, and recommend new functionality, methods and procedures to increase departmental efficiency and/or enhance the credit card cardholder user experience. Collect and report on improvements.
• Review state, federal, vendor and industry communications to ensure department follows all rules or regulations and/or is aware of any changes that have a material effect on card program operations.
• Participate in, provide solutions to, and manage ongoing updates on annual internal and external audits.
• Manage vendor relationships including monitoring service-levels to ensure contractual commitments are maintained by all vendors. Address and rectify non-compliant issues in a timely manner.
• Work closely with Credit Card Coordinator to communicate compliance or product changes and to stay abreast of day-to-day vendor communication, issues and changes.
• Create strategies and best practice requirements for the handling of dispute and fraud processing to increase recovery rates, create efficiency and reduce member effort and friction.
• Ensure policies and procedures are developed, implemented, evaluated, documented and maintained within the department.
• Ensure complex cardholder issues are resolved with the goal of deepening cardholder loyalty.

Cross-Functional Collaboration & Program Support

• Collaborate closely with other areas of the organization to identify and implement changes that optimize the credit card cardholder user experience by enhancing member value and reducing friction and member effort. Help build and sustain change by using proven change management tools and serving as a change agent, coach and educator.
• Identify and lead the creation of internal and cross-functional training and communication items.
• In collaboration with the Debit Card Manager and Director of Card Programs, gather, organize, evaluate and prioritize enhancement requests from business units.
• Create and maintain a strong, collaborative and productive partnership with key cross functional areas including Consumer Lending, Marketing & Communications, Loss Prevention, Membership Services, Internet Services, IT, Member Sales and Services, and Member Solutions Center.
• Collaborate closely with Consumer Lending to help align credit card strategies and solutions around a common goal of creating deeper member relationships.

Education & Experience:

• Bachelor's degree in business or related field required (comparable years of experience will be considered in lieu of a formal degree)
• 6-7 years of Card Programs experience required. 
• 4-5 years of supervisory experience required.

Skills: 

• Must be well organized with experience in planning and project execution.
• Thorough understanding of processor pricing, including interchange income and expenses to optimize overall product profitability.
• Excellent written and verbal communication skills as demonstrated by the ability to write clear, concise documentation, memos and email, and facilitate staff meetings and give presentations.
• Demonstrated critical thinking and decision-making skills.
• Ability to negotiate priorities, manage multiple tasks and projects simultaneously.
• Ability to work collaboratively with others at various levels in the organization.
• Demonstrated successful leadership and change management skills required.
• Demonstrated ability to thoroughly research and organize data.
• Ability to use a personal computer and related software including, Word, Excel and Microsoft Outlook.
• Knowledge of State and Federal compliance regulations (Reg E and Reg Z) applicable within the card payments industry.
• Comfortable juggling multiple priorities, while working in a fast-paced and agile team